How to Remove attached knowledge article from incident

[harishdasari]

Hi,

In Incident Module, Service Desk Users are mistakenly sometimes attaching the wrong knowledge articles to incident.

OOB is there anyway to remove the attached knowledge article.

Anyone please help me with this issue.

Thank you.

[Alberto Consonn]

Hi,

There is nothing OOTB, however please refer to the this thread, it will give you an idea on how to do it:

Remove Knowledge Attached to Incident

If I have answered your question, please mark my response as correct so that others with the same question in the future can find it quickly and that it gets removed from the Unanswered list.

Thank you

Cheers
Alberto

[Alberto Consonn · Accepted solution]

Add the related list Attached Knowledge to the incident form, then agents can select the record, delete it and Update the incident to remove the link between Incident and the knowledge article.

I've just tried the solution above (provided by Sanjiv Meher) in my own instance, it works fine, i think it's an easy and acceptable solution to apply!

If I have answered your question, please mark my response as correct so that others with the same question in the future can find it quickly and that it gets removed from the Unanswered list.

Thank you

Cheers
Alberto

[Alberto Consonn]

Any update on this?

If I have answered your question, please mark my response as correct so that others with the same question in the future can find it quickly and that it gets removed from the Unanswered list.

Thank you

Cheers
Alberto

[JcefolaJr]

Hi Alberto. Is there a way from Service Operations Workspace to unlink an article?